Frontline Basics

Breakthrough Library Training

Library work is changing and staff need new skills. On the shop floor, customer
care is becoming customer engagement while traditional displays are being replaced by
retail-style merchandising. Today’s library managers are expected to develop new expertise
in marketing and audience development, in strategic thinking, advocacy and partnership skills.

Opening the Book training can help to inspire staff to meet these challenges. 95% of library services in
the UK and Ireland have used our training and we support learners in many different countries. Taking a
Frontline course is a gateway to an international learning community.

Introducing the courses

Active customer care skills in a 4-hour course which is fast, practical and enjoyable. Supports staff and volunteers
- the first face of your service - with the skills and confidence to work away from the desk.

Practical workplace skills for libraries

The content of our courses is immediately applicable in the everyday library environment – you will see a difference straight away.

We can increase skills and confidence in customer engagement for every learner.

All our courses are built and tested with real library staff in real library workplaces.

Transforms staff practice

Our courses give a different perspective on the way library staff see their job and the practical skills to change the way that they do it.

This is not an empty claim. When 230 staff across the State of Victoria were asked how a Frontline course had affected their ongoing work, 48% said that the course completely changed their view of their job and their library.

Engaging, supportive and fun

Course designs are easy on the eye, with lots of illustration and simple navigation.

You can join in discussions with staff in other libraries and maybe other countries.

There’s a great mix of learning techniques – interactive exercises, slideshows, quizzes - combined with practical application of tasks in your own workplace.

Courses gain 99% satisfaction ratings from users.

Measurable impact, visible results

140 staff took our Frontline course in a 3-year programme at Liverpool Libraries. Here are just some of the findings of Liverpool’s evaluation:

96% of graduates said they felt more confident talking to readers after the course

99% said they understood how to target an audience for a book promotion

98% were more confident to create and run a promotion in their library

And here’s what their managers said:

100% think their staff are more confident in recommending books to readers

88% think the course improved the way their staff work with displays in the library

93% said that more books were being borrowed directly from displays and promotions because their staff had taken a Frontline course

Explore the courses

Active customer care skills in a 4-hour course which is fast, practical and enjoyable. Supports staff and volunteers
- the first face of your service - with the skills and condidence to work away from the desk.